Making technology inclusive to drive business growth

There are two sides to the story of how technology has transformed human life. Although technology has enabled tremendous progress in many socioeconomic spheres, it hasn’t necessarily done it all fairly or equitably. Every technology invariably reflects the attitudes and the values of its creators. Most technologies are developed by a small segment of society, which improves effectiveness but many times exacerbates exclusion. Usually, it is the marginalized sections of the population – especially those with disabilities – that are impacted as a result. If we look closely, we will see that inclusion is often an afterthought in technology design, stemming from the idea of “doing the right thing” or “making a difference”. Well-meaning as this sounds, it also carries subtle connotations of condescension and sympathy, which can, in fact, get in the way of inclusivity. And this poses problems.

The biggest problem with viewing disability as a rare anomaly is that it makes product/service developers treat accessibility as an additional feature rather than a core value proposition. This leads to biases and errors in their thinking and, inevitably, in the product design. The truth is that disability is anything but rare. In India, nearly 26.8 million people have some form of physical or mental disability. Globally, over a billion people – close to 15% of the worldwide population – fall under this category, making it the world’s largest minority segment. The market for Disabled and Elderly Assistive Technology is estimated to grow at a CAGR of 6% over the next six years and touch US 31.5 billion. However, Assistive technology is just one of the ways to serve this segment of customers.

The Case for Inclusivity

Not all people who suffer from a disability are born with it; in many cases, disability is caused by accidents, lifestyle issues, or age. This affects their needs, but not their preferences – a nuance that design processes often miss. Today, the world’s large aging population and their age-related disabilities pose significant challenges that should be factored into the design process of a product or a service, from the very beginning. 

It is clear that building inclusive technology can not only enable social good but also drive business growth. The current approach to technology development leaves out people with disabilities at the product conceptualization and development stage. This results in companies missing out on the opportunity to tap a large customer base. The problem here is as much about the mindset as about the method. To correct this, the industry needs to focus not on social conscience but on shared growth; it needs to substitute condescension with collaboration. Building processes, cultures, and philosophies with inclusivity at the core can help companies convert opportunity into success. So, where can they start?

Redefining Processes for Inclusive Outcomes

• Designing for inclusivity

The journey of building inclusive technology begins with the design process. By designing products for users across the whole spectrum of abilities, enterprises can gain valuable insights to guide future iterations. It isn’t enough to just build mobile-first or desktop-first products; the goal should be to build product and services that are inclusivity-first too. Accessibility must be regarded as essential and intuitive, just like any other function.

Instilling diversity into design should begin with building diverse teams. The design process should be reviewed to identify user blind spots, so that the design teams may then engage with people who can offer suggestions on addressing them. It is crucial to design “with” and not just “for” the people you are trying to serve. A team with diverse underpinnings will also improve the level of creativity and quality of discussions in the design process, leading to more relevant, scalable, and accessible products capable of driving exceptional experiences across the spectrum of users.

• The features of inclusive technology

Once you have broadened your definition of users and the idea of accessibility, how can you verify that your product or service is indeed inclusive? For one, you can check the legislation for your location. In the US, it would be the Americans with Disabilities Act (ADA). There are also frameworks like the Web Content Accessibility Guidelines (WCAG), which provide location-agnostic accessibility guidelines for web design. Accessibility-led design isn’t just about compliance; it is crucial for delivering a great user experience. 

A Fundamental Shift in Philosophy

Building for inclusivity calls for a fundamental shift in philosophy. Enterprises owe it to themselves to serve a customer base that requires, and is willing to pay for, high-quality products and services. It is a win-win situation; a relationship based on mutual growth and benefit. In times when most companies are faced with the challenge of ensuring growth in a highly competitive and fragmented industry, building more inclusive, accessible products can pave the way for success. The world is increasingly celebrating diversity. Companies should understand that inclusivity and accessibility are as much about good business as they are about a clean conscience.

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